Car Service Complaint

  Related links
NYC311 Home Report Problems Look Up Service Requests Browse Topics
Call 911
Call 911 to report reckless driving in progress.

Coronavirus (COVID-19) Alert

Vaccine Mandate

Taxi and Limousine Commission-licensed drivers and operators, like all private sector workers who interact with the public or perform in-person work, were required to be vaccinated against COVID-19 by December 27, 2021.

Drivers and operators can comply by keeping their proof of vaccination with them while driving. Neither drivers nor passengers are required to show proof of vaccination to each other.

Learn more about the mandate.

Face Coverings

Face coverings are still required by both drivers and passengers during a ride. Drivers are allowed to refuse service to a passenger who refuses to wear one.

You can make a complaint about a car service driver or company.

The following vehicles are considered car services:

  • Black cars
  • App-based transportation, such as Lyft and Uber
  • Limousines
  • Ambulettes (paratransit vehicles)
  • Commuter vans
  • Livery

The Taxi and Limousine Commission (TLC) regulates for-hire transportation. The TLC does not regulate food delivery services or other delivery services, such as Uber Eats and Caviar. Customers should contact app-based companies for assistance.

What Happens Next

For the Taxi and Limousine Commission (TLC) to take action against a driver, you must participate in a hearing.

If you live in New York, New Jersey, or Connecticut, you may participate in person at 31-00 47th Avenue in Queens or by phone. If you live somewhere else, you may participate by phone.

If you decline a hearing, your complaint will be sent to the TLC, but no action will be taken against the driver.

Passenger information is not provided to a driver unless there are legal proceedings after a TLC hearing.

You make a complaint about a car service driver.

Face Covering Not Worn

All Taxi and Limousine Commission (TLC) licensed drivers must wear a mask or face covering over their nose and mouth when transporting passengers.

Report a car service driver not wearing a mask or face covering if:

Cell Phone Use While Driving

You can report a car service driver using a cell phone while driving. Car service drivers are not permitted to use cell phones while driving, even with a hands-free headset.

Fare or Tip Issue

You can report a problem with a fare, tip, or upfront payment. This includes car service drivers overcharging or demanding tips.

Request Refused

You can report a car service driver that refused your request.

Examples of requests include adjusting the air conditioning or volume of the radio.

Rude Behavior

Service Refused

You can report a car service driver who refused to pick you up or canceled a ride based on:

  • Destination
  • Race
  • Gender
  • Disability
  • Sexual orientation

It is against the law for a car service driver to refuse a person based on destination in New York City when prearranged. A car service driver is required to drive a passenger to any destination in the five boroughs, the counties of Nassau and Westchester, and Newark/Liberty Airport.

It’s also illegal to refuse to drive passengers based on their perceived or actual race, gender, disability, or sexual orientation. Not only is this type of service refusal against TLC rules, but it’s also a violation of the City’s Human Rights Law. Learn how to make a public accommodation complaint on the Discrimination page.

Unsafe Driving

Report unsafe or reckless driving if:

You can report a problem with a car service vehicle.

Broken or Missing Items

You can report equipment or items in a car service vehicle that are broken, not working, or missing.

You can also report that a car service driver didn’t display a Taxi and Limousine Commission decal in the rear window or door or the Passenger Bill of Rights sign.

Dirty Condition or Odor

You can report a dirty condition or bad odor in a vehicle, including cigarette smoke and body odor.

License Missing or Incorrect

Car service drivers must display a license with their picture and Taxi and Limousine Commission driver number in the vehicle.

You can report that a driver who didn’t display their license or displayed someone else’s license.

  Was this information helpful?   Yes    No

Follow NYC311

Download the NYC311 Mobile App

About NYC311 Send Feedback Privacy Policy